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                                       Details for article 13 of 17 found articles
  The Components of Satisfaction with Outpatient Pharmacy Services
Title: The Components of Satisfaction with Outpatient Pharmacy Services
Author: Lang, James R.
Fullerton, Sam D.
Appeared in: Health marketing quarterly
Paging: Volume 10 (1993) nr. 1-2 pages 142-154
Year: 1993-03-10
Contents: The true objective of a pharmacy manager is not just to measure satisfaction, but to improve it by identifying and meeting the needs of the patient. This study was undertaken with the objective of determining the relevant components of outpatient pharmacy service which impact the patient's perception of satisfaction with pharmacy services over time. A survey was mailed to 391 outpatients. Simple correlation was used to identify the salient components of patient satisfaction. Multiple regression was used to determine the relative contribution of each of these components to overall satisfaction. Principle components analysis (PCA) provided the basis for delineating the underlying dimensions of which patient satisfaction is comprised. The two most meaningful factors derived from these data can be defined as professional communication and the physical and emotional well-being of the patient. By understanding the dynamics of the components of satisfaction, pharmacy managers can emphasize those areas which will produce a more satisfied patient, repeat patronage, and enhanced viability for the pharmacy.
Publisher: Routledge
Source file: Elektronische Wetenschappelijke Tijdschriften

                             Details for article 13 of 17 found articles
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